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Chapter 11 Complaints, Claims and Adjustments. Review Let’s review what we learnt last time together!

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Presentation on theme: "Chapter 11 Complaints, Claims and Adjustments. Review Let’s review what we learnt last time together!"— Presentation transcript:

1 Chapter 11 Complaints, Claims and Adjustments

2 Review Let’s review what we learnt last time together!

3 Learning Objectives 学习目标 By learning this chapter you will be able to: Identify the characteristics of the direct approach of writing complaints, claims and adjustments. Understand the general structure of writing complaints, claims and adjustments. Know how to state the problem directly, give enough facts and end positively Apply the general structure in adjustments to claim letters Learning Objectives 学习目标

4 Warming-up Questions First, listen to the customer’s complaint patiently. And then apologize to them sincerely. First, listen to the customer’s complaint patiently. And then apologize to them sincerely. Q1:What do you is appropriate in dealing with the customers’ complaints? Q1:What do you is appropriate in dealing with the customers’ complaints? three

5 Q2: Is it important to deal with customer’s complaint promptly? Q2: Is it important to deal with customer’s complaint promptly? Yes. It is very important. A bad reputation will be spread more quickly than a good one.

6 · Classifying the complaints · Informing the management · Giving quick feedback · Classifying the complaints · Informing the management · Giving quick feedback Q3: What is important when dealing with the customer’s complaints?

7 I think three things are important when we deal with the customer’s complaints. First, we must classify the complaints into several groups. Some are concerning the service, some are concerning the quality, etc. Thus the relative department can deal with them appropriately. Second, informing the management is also important. If the manger knows the problems and solves them, these complaints will be avoided in the future. Last but not least, we must give the customer feedback promptly. Otherwise, we may lose some big customers. I think three things are important when we deal with the customer’s complaints. First, we must classify the complaints into several groups. Some are concerning the service, some are concerning the quality, etc. Thus the relative department can deal with them appropriately. Second, informing the management is also important. If the manger knows the problems and solves them, these complaints will be avoided in the future. Last but not least, we must give the customer feedback promptly. Otherwise, we may lose some big customers. Q3

8 New Words and Expressions indifference n. 漠不关心;无兴趣 negative adj. 否定的;消极的 oblige v. 强迫(人);使不得不;(因某事) 而对(某人)感谢(常用被动语态) unrealistic adj. 不现实的 irritate v. (使)急躁;(使)恼怒 alternative adj. (两者或两者以上)选其一的; 替代的 genuine adj. 真正的;真心的; evil adj. 邪恶的;罪恶的;不幸的 warranty n. 保证(书) indifference n. 漠不关心;无兴趣 negative adj. 否定的;消极的 oblige v. 强迫(人);使不得不;(因某事) 而对(某人)感谢(常用被动语态) unrealistic adj. 不现实的 irritate v. (使)急躁;(使)恼怒 alternative adj. (两者或两者以上)选其一的; 替代的 genuine adj. 真正的;真心的; evil adj. 邪恶的;罪恶的;不幸的 warranty n. 保证(书)

9 resort (to) v. 诉诸;凭借 outcome n. 结果 fulfillment n. 完成;履行;实现 insufficient adj. 不够的 discrepancy n. 不一致;差异; cite v. 引用;引证 sway v. 摇摆;倾斜 guideline n. 指导方针;行动纲领(常用复数形式) unsubstantiated adj. 无证明的;无根据的 assertion n. 断言;主张 inventory n. (商品、财产等的)目录;盘存清单 soak v. 浸;泡;(使)湿透;渗透 resort (to) v. 诉诸;凭借 outcome n. 结果 fulfillment n. 完成;履行;实现 insufficient adj. 不够的 discrepancy n. 不一致;差异; cite v. 引用;引证 sway v. 摇摆;倾斜 guideline n. 指导方针;行动纲领(常用复数形式) unsubstantiated adj. 无证明的;无根据的 assertion n. 断言;主张 inventory n. (商品、财产等的)目录;盘存清单 soak v. 浸;泡;(使)湿透;渗透 continued

10 consequently adv. 结果;因此;必然地 routine n. 例行的工作;惯例; adj. 日常的; 一成不变的 preventive adj. 预防的;防止的 maintenance n. 维修;保养 surveyor n. 鉴定员 impartial adj. 公平的;不偏袒的 circumstance n. 情况;情形;环境 fortnight n. 两个星期 diplomatically adv. 在外交上;圆滑地 tactful adj. 机敏的;机智的;圆滑的 restraint n. 抑制;限制;束缚;拘泥 consequently adv. 结果;因此;必然地 routine n. 例行的工作;惯例; adj. 日常的; 一成不变的 preventive adj. 预防的;防止的 maintenance n. 维修;保养 surveyor n. 鉴定员 impartial adj. 公平的;不偏袒的 circumstance n. 情况;情形;环境 fortnight n. 两个星期 diplomatically adv. 在外交上;圆滑地 tactful adj. 机敏的;机智的;圆滑的 restraint n. 抑制;限制;束缚;拘泥 continued

11 According to the investigation, 68 percent of customers who leave a business (and never go back) do so because a manager, owner, or employee has treated them with indifference. In addition, 96 percent of dissatisfied customers don’t bother to complain; they simply stop buying. Even worse, the average dissatisfied customer tells eight to ten people about his or her negative experience with you. In this chapter, you will find model letters for making and handling complaints and requests as both a businessperson and a consumer. General Introduction

12 2. The market complaint, which arises from some complaints that are not based on real reasonable causes but from evil intentions. 2. The market complaint, which arises from some complaints that are not based on real reasonable causes but from evil intentions. 1. The genuine complaint, which arises from one of the following situations: 1. The genuine complaint, which arises from one of the following situations: Types of Complaints from buyers

13 The wrong goods may have been sent. The quality may not be satisfactory. The goods may have been delivered damaged or not. The prices charged may be excessive, or not as agreed. The wrong goods may have been sent. The quality may not be satisfactory. The goods may have been delivered damaged or not. The prices charged may be excessive, or not as agreed. 1. The genuine complaint

14 l The buyer finds fault with the goods as an excuse to escape from their contract obligations. The buyer doesn’t want the goods any longer because he has found that he can get them at cheaper prices or because the market condition of these goods is declining at his end. l The buyer finds fault with the goods as an excuse to escape from their contract obligations. The buyer doesn’t want the goods any longer because he has found that he can get them at cheaper prices or because the market condition of these goods is declining at his end. 2. The market complaint

15  Complain as soon as possible.  Find out about your legal rights. Are there any laws or regulations that can help you?  Pay attention to all printed information you have about the case, such as ads., brochure, warranty, or other documents that describe the product or service. Tips for Effective Complaints continued

16  Talk to the right people in the right order.  Be clear. Know your facts — preferably by keeping a file with all the necessary documents — and use them to ask for what you want.  Be polite. You’ll get better, and maybe quicker, results if you explain the problem and ask for a resolution without resorting to anger or threats. continued

17 F Be prepared to negotiate realistically. F Keep good records. Note the names of people you talk to, as well as the dates, time and outcomes of the conversations.  It’s often best to explain the problem in writing. F Always keep a copy of each letter you write for your own files.

18 Complaints, Claims and Adjustments The structure of correspondence about Complaints, Claims and Adjustments Writing Skills

19 How to write letters complaining about disagreements: When making a complaint, plan your letter as follows:

20 a) Begin by regretting the need to complain. b) Mention the date of the order, the date of delivery and the goods complained about. c) State your reasons for being dissatisfied and ask for an explanation. d) Refer to the inconvenience caused. e) Suggest how the matter should be put right.

21 Replies to complaints a) The first thing that has to be decided is whether the complaint is justified. If so, then you have to admit it readily; express your regret and promise to put matters right. b) If the complaint is not justified, point this out politely and in an agreeable manner. It would be a wrong policy to refuse the claim off hand. c) If you cannot deal with a complaint promptly, acknowledge it at once. Explain that you are looking into it and that you will send a full reply later.

22 How to write a claim There are some main points in writing a claim:

23 a) Telling the facts which caused the claim. b) Citing the facts reasonably, not being swayed by emotions. c) The description of facts should be concrete, such as quoting the file number, the date of delivery, the goods concerned etc. d) Analyzing any possible impacts. e) Suggesting a way to settle the issue. f) Hoping for an early solution of the problem.

24 When we write a reply to the claim, follow the under-mentioned guidelines: Replies to a claim

25 a) Confirming receipt of the claim and give it an answer as quickly as possible no matter whether there is a time limit or not. b) Expressing thanks to the opposite party’s attention to the matter. c) Showing regret for what has happened and sincere wish for resolving the problem. d) Promising to look into the matter carefully. e) When accepting the opposite party’s demand, put forward the principle for settling the problem; when not accepting, explanation should be made in the letter. f) Showing enthusiasm to continue the business relations with the opposite party and wishing for further co-operation.

26 a) Begin with pleasant comments that will draw the reader's attention and make him receptive to the problem and its solution. b) Present evidence for your claim after establishing the initial agreement ; be sure to offer the convincing proof. Here are some guidelines for wring letters of adjustment

27 c) Include all necessary data such as date , place , people involved, policy, and other relevant information. In stating the facts , be sure not to make unsubstantiated assertions. d) Place yourself in a good position to counter possible objections to the adjustment request. e) State exactly what you expect after explaining why you expect it. f) Be sure to use a courteous and logical tone in writing the whole letter. In requesting the adjustment , you can appeal to your reader's sense of fair play , to a desire of customer goodwill , to need for a good reputation , and also to a sense of legal or moral obligations.

28 15 June, 2007 FOMO TEXTILES TRADING CO. 2775 Barber Road P.O. Box 1078 Norton, OH44302 U.S.A. Dear Sirs: We thank you for your letter of 8 June regarding your order no.221, delivered the Specimen Letter 1

29 day before yesterday. We are sorry to hear of the breakages which occurred in transit. We usually pack our shipments with great care but there are occasions when the damage was due to the rough handling by the steamship company. I have your inventory of the broken items. We shall make up a consignment of replacements which should reach you

30 shortly. Please hold the broken items for possible insurance inspection. I have lodged a claim with our insurer for the loss. Our apologies for the inconvenience. Yours faithfully, Mike Gooke

31 亲爱的先生 : 六月八日有关前天发运的第 221 号定单的来信 收悉。对于货物在运送途中破损的事宜,本公司感 到遗憾。本公司一向特别小心包装货物,然而轮运 公司不当的运输方法亦会引致损坏。 本公司将按照贵公司开列的破损货物清单更换新货, 不日将运抵贵处。 已就有关损失向保险公司索偿,烦请保留破损货物 供保险公司检查。 不便之处,敬希见谅。 迈克谨上 Reference Translation

32 Specimen Letter September10, 2007 Ms Coates Purchasing Manager Belle View Textiles plc 6 West Way Belle View Manchester 2

33 Dear Ms. Coates, Thank you for your letter of 4 Sept. We agree with you that our shoes should last longer than over a month. If they do not, we’d like to know the exact reason. We have examined the pair you returned to us very carefully. Our production manager states that the shoes have been thoroughly soaked and then dried by heat. Even the

34 best-quality shoes will not withstand this treatment. For this reason, we regret that we cannot agree to your request for a replacement pair. Yours sincerely, J C Miller

35 Reference Translation 亲爱的 Coates: 九月四日来信收悉。 贵公司认为本公司出产的鞋子理应非常耐穿, 不应只穿着一个多月便损坏;本公司亦赞同此意见。 经仔细检查贵公司退回的鞋子后,本公司生产 经理认为该鞋曾被彻底浸湿,其后再经烘干。这样 的处理方法就是质料最好的鞋子,耐用程度也会减 低。基于上述原因,本公司非常抱歉未能接受更换 要求。

36 F Useful Expressions 2 2 3 3 Without actual sample in proof of the defect, we can’t make a minute investigation. Therefore, please send us a sample without delay. Such colour deviation existing between the products and the sample is normal and permissible; therefore, the compensation claimed is impractical. 1 1 Your shipment of our Order No. 124 has found short-weight by 1,000kgs, for which we must file a claim amounting to £866 plus inspection fee.

37 5 5 6 6 It would not be fair if the loss were totally imposed on us as the liability rests with both parties, we are ready to meet you half way, i.e. to pay 50% of the loss only. As you know, the demand for these goods is seasonal. We shall, therefore, be forced to cancel this order and buy elsewhere unless we can get immediate shipment. 4 4 The whole parcel is quite useless to us and we hold the goods at your disposal pending your reply, meanwhile, we are warehousing them at your expense. This seems to be a very clear case of neglect on your part and we hope you will see your way to making a prompt settlement.

38 8 8 9 9 On going into the matter we find a mistake was indeed made in the packing through a confusion in numbers, and we have arranged for the right goods to be dispatched to you at once. All disputes should be settled amicably through negotiation, in case no settlement can be reached through negotiation, the case shall then be submitted for arbitration. 7 7 Though we find no discrepancy between the shipping sample and duplicate sample in our hands, we will meet you half way by offering a discount of 5% in view of our long pleasant relations.

39 Don’t delay to make a complaint. Failure to Don’t delay to make a complaint. Failure to make a complaint effectively usually occurs as a result of inadequate presentation of the complaint. The more specific the letter is, the better it will be for the seller to treat the complaint. A vague complaint will almost always come to the end of failure. The complaint letter should be firm but reasonably worded. Rudeness will create ill-feeling and cause the seller to be unwilling to resolve matters. Complaints must be well founded and diplomatically, tactfully put forward with care and Summary continued

40 restraint so that future business relation- ship are not harmed. Replies to complaints should always be courteous. If the complaint is justified, you have to admit it readily, express your regret and promise to put matters right; if the complaint is not justified, point this out politely and in an agreeable manner; if you cannot deal with a complaint promptly, acknowledge it at once and explain that you will send a full reply later.

41 Homework a.Finish the exercisesFinish the exercises on page … b. Written practice

42 Thank you for your attention! Goodbye


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